Services

When people ask me what I do, I tell them, “I do research and consulting in the area of customer feedback programs.” While that answer is accurate, it never really satisfies the questioner. So, here I present a more complete answer to that question. Below is a partial list of the things I can (and like to) do in the area of consulting.

• Program Assessment: I will evaluate the components of your customer feedback program (Strategy, Governance, Business Process Integration, Method, Reporting and Research) to help you identify program strengths and areas needing improvement. Take the free VOC Self-Assessment Survey to get started on your customer-centric journey.
• Program Implementation: I will help you build a world-class customer feedback program that will improve the customer experience and maximize customer loyalty.
• Presentations: I give talks on a variety of customer feedback topics (recent talks include: Competitive Analytics, Selecting the Right Measures of Loyalty, and Linkage Analysis). I can deliver these talks through in-person seminars or online Webinars.
• Executive Workshops: I create workshops that help senior executives gain the expertise and insight to transform their company into a customer-driven company. Workshops help the executives align the company around the customer.
• Educational Material: Creating a customer-centric company requires alignment of the entire company around the company. My educational materials help ensure the entire company understands the necessary ingredients for a customer-centric culture.
• Applied Research: I work with my clients to develop comprehensive research programs to help unlock the potential of their customer survey data. I help them maximize the value of their customer feedback program by conducting in-depth satisfaction and loyalty research, ultimately gaining superior customer insight that is necessary to accelerate business growth.